Understanding the impact of chatbots on purchase intention

Ana Maria Soares*, Catarina Camacho, Maher Georges Elmashhara

*Autor correspondente para este trabalho

Resultado de pesquisarevisão de pares

Resumo

This paper aims to understand the use of chatbots as digital assistants in e-commerce sites. We investigate the impact of several chatbot attributes, specifically perceived usefulness, perceived ease of use, and trust on consumer attitude and satisfaction with the chatbot, and the effect of these two outcomes on purchase intention. A survey was carried out with 298 valid respondents to test the proposed model. The results indicate significant positive effects of both perceived usefulness and trust on both attitude towards chatbots and satisfaction. The findings did not reveal any significant impact of perceived ease of use on attitude and satisfaction, furthermore, these two outcomes did not significantly influence purchase intention calling for further research to help explain behavioral outcomes towards these relatively new conversational agents.
Idioma originalEnglish
Título da publicação do anfitriãoInformation Systems and Technologies - WorldCIST 2022
EditoresAlvaro Rocha, Hojjat Adeli, Gintautas Dzemyda, Fernando Moreira
EditoraSpringer Science and Business Media Deutschland GmbH
Páginas462-472
Número de páginas11
ISBN (impresso)9783031048289
DOIs
Estado da publicaçãoPublished - 11 mai 2022
Evento10th World Conference on Information Systems and Technologies, WorldCIST 2022 - Budva
Duração: 12 abr 202214 abr 2022

Série de publicação

NomeLecture Notes in Networks and Systems
Volume470 LNNS
ISSN (impresso)2367-3370
ISSN (eletrónico)2367-3389

Conferência

Conferência10th World Conference on Information Systems and Technologies, WorldCIST 2022
País/TerritórioMontenegro
CidadeBudva
Período12/04/2214/04/22

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